vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 21 LTS queue calls vs 3 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

Scorecard

Where Time Goes

Product Families

Key Observations

• SPN is the slowest family at 25m 6s; outlier: 1.8x weekly median handle time.
• RE is one of the slowest families at 18m 39s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.20 vs. last week.
• Accuracy moved down 0.49 vs. last week.
• Communication moved up 0.17 vs. last week.
• Family swing: MBE handle time moved down by 12m 47s vs. last week.
• Family swing: RE handle time moved up by 8m 06s vs. last week.
• Family swing: SPN handle time moved up by 7m 50s vs. last week.

What Went Well

1. Correct password reset guidance

> Guided the customer through the five-digit recovery key password reset process (key: 16537). Confirmed that the router admin UI was accessible after the reset.

#GI00131579

1. Effective troubleshooting for band-splitting

> Successfully guided customer through web interface to split 2.4 GHz and 5 GHz SSIDs, a correct and effective solution for band-steering issues.

#LTS00131794

Growth Opportunities

1. Avoid incorrect technical claims

> Falsely claimed that Linksys cloud login servers were closed, which contradicts public KB and undermines trust.

#TE00116301

What good looks like: Verify cloud service status against current KB before stating discontinuations. When in doubt, direct customers to official resources.

1. Consistent protocol adherence

> Failed to collect serial number despite relevance to support eligibility and potential RMA. Did not confirm local login access after providing URLs.

#TE00131199

What good looks like: Always collect model/serial number early, verify warranty status, and confirm successful local access before closing.

Next Week's Focus

1. Collect model and serial number on every call—use the “Before anything else” script to ensure this data is captured upfront.
2. Verify local access after providing URLs—ask the customer to confirm they can see the router’s web UI before moving to advanced steps.
3. Cross-check cloud service status—refer to the current KB article on cloud service discontinuations before making claims.
4. Streamline SPN troubleshooting—review slow-handling patterns for SPN calls and apply the most efficient diagnostic path first.

Technical Accuracy

Improvement

Agent falsely claimed that Linksys cloud login servers were closed, which is a severe accuracy violation and contradicts public KB.

#TE00116301

Improvement

Provided incorrect local admin URL for SPNM series (myrouter.local instead of myrouter.info) and falsely claimed smartwifi.com discontinuation affects local access.

#LTS00131799

Improvement

Incorrectly advised using HTTPS for local router access (e.g., https://[REDACTED_PHONE]), which is unsupported and causes security warnings.

#LTS00132262

Improvement

Provided invalid IP address format '[REDACTED_PHONE]' and incorrectly suggested using HTTPS for local admin access.

#LTS00132231

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131199 — Pending with Level 2

• What L1 saw: Customer reported persistent connectivity issues on SPNMX42GC (5 nodes), with blank blue screen when accessing myrouter.local. L1 removed nodes, spaced them, rebooted, and confirmed firmware was up to date.
• Why it escalated: Issues remained unresolved after standard L1 troubleshooting; L1 could not validate WAN status or confirm local access success.
• What L2 did:

- Verified mixed-model mesh topology (MX4000 parent + SPNMX42GC child).

- Performed channel finder and cleared browser cache; used Internet Explorer with no success.

- Swapped nodes and tested LED states; confirmed solid purple (healthy) after reset.

• Current state: Escalated and pending L2 callback.
• L1 learning points:

1. Always confirm WAN LED status and ISP credentials before declaring hardware issues.

2. For mixed-model meshes, document parent/child relationships and test each node individually.

3. Use supported browsers (Chrome/Firefox) and avoid IE for local access.

#TE00116301 — Resolved by Level 2

• What L1 saw: Customer couldn’t log into linksyssmartwifi.com (blue screen) and forgot router password; child node (MX8500) showed solid red light.
• Why it escalated: L1 provided local URLs but didn’t confirm access; hardware issue remained unverified.
• What L2 did:

- Guided password reset via recovery key and confirmed local access via myrouter.local.

- Diagnosed red-light node as WAN failure; reset node and re-added to mesh.

- Verified internet connectivity post-reset.

• Current state: Resolved.
• L1 learning points:

1. Always provide both myrouter.local and [REDACTED_PHONE] as local access options.

2. For solid red nodes, check WAN LED and ISP credentials before resetting.

3. Document node status (solid red = no WAN) and guide customers through node replacement if needed.

Coach Appendix

Internal use only:

• Top trend: SPN calls dominate handle time and unresolved cases. Focus next week on SPN-specific troubleshooting scripts and LED interpretation training.
• Recurring issue: Inconsistent collection of model/serial numbers delays warranty/RMA eligibility checks. Implement a mandatory “model/serial” capture script at call start.
• Critical pattern: Multiple instances of providing invalid URLs (HTTPS, wrong format) and false cloud service claims. Reinforce KB verification for URLs and service status before customer interaction.

This Week's Calls